UAE Bans Banks from Using WhatsApp for Customer Services, Issues New Legal Guidelines for Users

Abu Dhabi: Authorities in the United Arab Emirates (UAE) have introduced major updates affecting WhatsApp users, including a ban on financial institutions providing customer services through the messaging platform and new legal responsibilities for residents.
The Central Bank of the UAE has imposed a complete ban, effective May 1, on all financial institutions—including banks, exchange houses, and insurance companies—from using WhatsApp for customer service. The move aims to enhance data protection and curb rising fraud risks, as information shared via the platform may be stored outside the country and remain vulnerable.
Under the new directive, banks are no longer allowed to use WhatsApp for sharing customer data, verifying transactions, or sending one-time passwords (OTPs). Instead, they have been instructed to rely on official mobile applications and call centers for such services.
Legal experts have also warned that private conversations and group chats on WhatsApp fall under the UAE’s cybercrime laws. Sharing images without consent, forwarding unverified information, or tagging individuals in defamatory content can lead to serious penalties, including fines ranging from AED 250,000 to AED 500,000 or imprisonment.
According to legal provisions, forwarding a message is considered equivalent to republishing it, even if the user did not originally create the content. WhatsApp group administrators also bear responsibility and must take immediate action against unlawful material within groups.
Experts added that under Article 53 of the cybercrime law, administrators may be held accountable if they fail to remove illegal content after becoming aware of it.
In addition, Dubai’s highest court has ruled that WhatsApp messages can be used as evidence in legal disputes, provided their authenticity is verified through forensic examination, as messages can be altered or manipulated.
Meanwhile, there is some positive news for users, as WhatsApp is introducing voice and video calling features on its web version. However, availability of this feature in the UAE will be subject to approval by the Telecommunications and Digital Government Regulatory Authority (TDRA).
Authorities have advised users to exercise caution while communicating on WhatsApp, as their messages could potentially be used in legal proceedings.